Unirush Financial Services

January 26, 2016   VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted]
11pt;">                        Complaint number:  [redacted]             Complaint date:  December 2, 2016                         To Whom It May Concern:   This letter is in response to the consumer complaint referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint states that she is missing funds from her RushCard account. [redacted] also stated that she has tried to get in contact with customer service but they have not been able to resolve her issue.   On December 1, 2016, [redacted] attempted to process a card to card transfer from her Rush [redacted] account to her RushCard. The card to card transfer was unsuccessful as her RushCard [redacted] balance reflected negative. This was a display error that has since been rectified as a courtesy we have applied a customer service credit of $50.00 for late fees [redacted] states occurred as a result of not being able to process a card to card transfer. On December 5, 2016 a corporate customer service specialist contacted [redacted] to advise this information and reversed the funds back to her Rush [redacted] account.     We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused.  Our goal is to provide financial convenience supported by reliable customer service.        Regards,   RushCard Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
 I faxed over documents again . I called over to rushcard supervisor refused to talk to me they said they will email department .no results sti
my issues are still not resolved I never received papers from unirush they wont even answer the phone I have sent in papers to you to prove my claims they said they paid my insurance with progressive in November which gave me a negative in November my insurance never received a payment from them my insurance was cancelled and I had to repay it December 3 to reinstate I faxed over documents to you in faxes.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
I still do not have access to my money. When I call they give me the same run around each time. Once I finally get ahold of a real person they tell me they cannot help me and they send me on to their tech people. After being on hold for an hour, they finally pick up to tell me that they are not able to help me either. They say they have to expedite my case to their case managers and that I will have access to my money in 24 hours. I've heard this twice a week for the last 2 weeks now. 
Regards,
[redacted]

August 2, 2016
serif; border: none;">  VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202     Re:                   Consumer:  [redacted] Complaint number: [redacted]             Complaint date: July 29, 2016                           To Whom It May Concern:   This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint contends that her card to card transfer for $180 did not go through and that she cannot wait for RushCard corporate office to resolve this. [redacted] would like her funds put back on her RushCard account immediately.   After review of [redacted] card to card transfer transaction, it was determined it failed. A credit of $180 was put back on [redacted] RushCard account. On August 2, 2016 a RushCard corporate customer specialist attempted to contact [redacted] to advise her of this.     We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer.   RushCard,   Corporate Customer Service

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
 
RE:  Case [redacted]...

[redacted]
March 10, 2015
We received [redacted] complaint
regarding access to her funds and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
With the information provided we have had a difficult time
locating [redacted] in our system. If [redacted] can supply us more
information to locate her that would be greatly appreciated. If she has an online
account with us what is her login name? If she can supply us the address we
have on file for her. The address showing through Revdex.com is not pulling her
information.
We appreciate [redacted] patience during this matter.
We would like to assist her here at corporate but need more information.
Regards,
[redacted]
Customer Service Specialist

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
Re: [redacted]...


May 1, 2015
 
We received [redacted]’ complaint
regarding access to her funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
On 3/10/2015 [redacted] filed a
dispute for an unauthorized transaction of $470.20 from [redacted] that
was made on her account. All RushCard disputes are handled through our
dedicated dispute team and are worked in the order that they are received. I
am showing we received the written dispute form back from [redacted] on 3/14/2015.
After investigating
the dispute, the claim was determine to be found in [redacted]’ favor. A
final credit in the amount of $470.20 has been issued to [redacted]’ account on
5/1/2015. A letter has been sent to the address on the account of the
resolution and the case has been closed. We apologize for any inconvenience this
may have caused [redacted].
 
We appreciate [redacted]’ feedback.
These types of issues go directly against our mission of access and inclusion
for everyone and we look to be clearer and avoid similar problems for all of
our customers.
 
Regards,
 
[redacted]
Customer Service Specialist

June 29, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number:  Revdex.com [redacted]             Complaint date:  June 22, 2016                         To Whom It May Concern:   This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint contends that RushCard blocked her account without any notification. She also states she was promised that her funds would be wired in 6 hours and it was more than 48 hours. [redacted] is requesting her funds on the account, and the late fee that she incurred      On June 21, 2016, [redacted] contacted RushCard customer service and requested an express cash be sent for her funds on the account. On June 22, 2016 the express cash was processed and a customer service specialist contacted [redacted] to provide her with the information to retrieve her funds.  On June 29, 2016, a RushCard corporate customer service specialist contacted [redacted] to see if there were any additional concerns. Explained to [redacted] that her card was blocked in an effort to safeguard of it. [redacted] said she understood and appreciated the call explaining it.       We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal.          Regards, Corporate Customer Service

Revdex.com:I attached document to support addition late fees on the account 160.00 is just for my rent late fee I also sent car note and water bill late fees as well and I am awaiting my electric bill as well. I have contact each and requested documentation of the decline in payment on the accounts. The documentation is on the previous request stating this is not sufficient. I have sent these document now 4 times keep playing.  Ihave already been made a offer from a attorney to join a class action law suit but I dont need all that I just want to be reimbursed my late fees but I willing to go all the way...
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Rush Card offered me $[redacted] for the inconvenience and advised that I have to wait up to 10 days to receive a provisional credit of the $** that was not dispensed from the ATM machine. Further, I advised them of the Card Holder Agreement which states that a provisional credit would be given to the customer within 48 hours of the claim while the matter was investigated.
I have yet to receive the provisional credit, and Rush Card has changed their phone options for card holders in which we are NO LONGER able to contact a customer service representative. Additionally, I have continued to email them and their response directs me to call the toll-free number. I have also advised them, in writing, that the toll-free number they provided does not allow me to speak with a representative.
I have been trying to reach them, every day, via email and by phone, since January 31, 201* and they have yet to resolve my issue. When I did speak with someone, because I choose the option to 'apply for a Rush Card', the manager REFUSED to transfer me to the dispute department. She is also the one who offered me $*.
That $** is mine, and I have yet to receive anything. The ATM was a [redacted] ATM, part of RushCard's network, and this should not take so long to resolve. I did not make a purchase and the ATM slip clearly states that the funds were not issued. This is outrageous.Regards,[redacted]

March 9, 2016
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VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re:      Consumer:                  [redacted]
[redacted]
            Complaint number:    [redacted]
            Complaint date:          [redacted]
                       
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above #[redacted]. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 
[redacted] complaint contends that she did
not receive the funds from a transfer to a different account that was not RushCard
in the amount of $400.00. [redacted]
also states that she would like her funds of $400.00 placed back into her
account.
On
February 25, 2016 [redacted] processed a bill payment from her RushCard account
in the amount of $400.00.  March 1, 2016
[redacted] filed an error allegation dispute for the bill payment processed.  Per RushCard Cardholder Agreement, the
dispute process can take up to 45 to 90 days to investigate. On March 4, 2016,
the dispute was found in [redacted] favor and the bill payment was reversed
back to the account. A final letter has been sent to the address on the account
notifying [redacted] of the resolution.
We appreciate [redacted]
feedback.  We are dedicated to our customer’s security and have taken the
necessary steps to help dispute the transactions in question.
RushCard Corporate
Customer Service

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
February 11, 2014
We...

received Ms. [redacted]’s complaint
regarding the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
Wanted to apologize for any confusion and
inconvenience this issue may have caused. We acknowledge that there may have
been some miscommunication regarding documents Ms. [redacted] was asked to fax
over to complete applications for her children. Ms. [redacted] voices concerns
whether or not her documents were received and were securely handled. We
understand Ms. [redacted]’s concern and we 100% want to guarantee Ms. [redacted] the
documents were secure and received. We show there was an application submitted
and all the documents were associated to one application. We believe this may
have been the reason there was some confusion as to whether or not we received
them. A member of our corporate staff was able to locate all documents securely
in our system and have processed applications for all Ms. [redacted]’s children.
There’s a 7-10 business day turnaround on the children receiving their cards but
we have successfully processed all applications and associated the documents to
their accounts.
We appreciate Ms. [redacted]’s feedback. These types of issues go
directly against our mission of access and inclusion for everyone and we look
to be clearer and avoid similar problems for all of our customers.
Regards,
[redacted]
CS – Audit/Compliance Analyst

August 30, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202   Re:       Consumer:  [redacted] ...

                        Complaint number: [redacted]             Complaint date:  August 28, 2016                           To Whom It May Concern:   This letter is in response to the consumer complaint referenced above.  UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint states that she cancelled a [redacted] transaction and was advised by [redacted] that if the merchandise did not ship, she would not be charged. [redacted] also states she contacted RushCard and was told by a customer service agent that her pre authorization hold would be released in 10 days.  [redacted] contends it has been 10 days and her hold has still not been released.   On August 26, 2016 [redacted] contacted RushCard corporate customer service and spoke to a customer service agent and was advised that the transaction from [redacted] in the amount of $11.84 would expire in 10 days. The 10th day was August 27, 2016. On August 30, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that her pre authorization hold has been released. A message was left for [redacted] to call RushCard back.      We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused.  Our goal is to provide financial convenience supported by reliable customer service.        Regards,   RushCard Corporate Customer Service

Per phone call from customer:
The business has resolved my complaint as of 7/1/2014.  
Thank you,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

August 11, 2016
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VIA ONLINE SUBMISSION:
Revdex.com
1 E. Fourth Street, Suite 600
Cincinnati, OH 45202
 
 
Re:                   Consumer:  [redacted]
Complaint number: [redacted]
            Complaint date: August 11, 2016
 
                       
To Whom It May Concern:
 
This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
 
[redacted] complaint contends that RushCard is holding her funds. [redacted] also states that the documents requested this time around were not the same documents request last time her card was blocked. [redacted] would like her card unblocked.  
 
 As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. In addition, she was asked for a copy of her birth certificate because the one on file did not match the documents sent in. On July 22, 2016, [redacted] contacted RushCard asking why she had not received her card.  The customer service agent advised [redacted] that her identification was not valid, and a clearer copy of the birth certificate was needed.  On August 11, 2016, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid. Educated [redacted] on what was acceptable. She stated she would send a valid document in. One the required documents are received, we can resolve this issue for [redacted].
 
We appreciate [redacted] feedback.  Our goal is to provide financial convenience supported by reliable customer service. 
 
RushCard,
 
Corporate Customer Service

All concerns have previously been addressed and there is no new information. Thank you.
Tyree T.
Unirush

The
Revdex.com
** [redacted]
 
RE:  [redacted]
 
October
14, 2014
 
We received Ms.
[redacted]’s complaint regarding the unauthorized transaction and the level of
customer service received.  RushCard
logs all customer contact and activity associated with financial cards.
 
This issue
has been forwarded for further research on how Ms. [redacted]’s direct deposit was
set up for the redirect feature. Our IT department has discovered that the feature
was set up on 6/10/2014 and was created by Ms. [redacted]. A dispute has been
filed for the unauthorized transaction and the written form was received by
[redacted]. We understand Ms. [redacted]’s frustration and the inconvenience this may
cause. [redacted] needs to conduct an investigation and during this process she
can always contact [redacted] handles all RushCard disputes and they will
be able to supply updates and statuses on the claim Ms. [redacted] submitted. We
advise Ms. [redacted] to continue to stay in contact with [redacted]’s
contact telephone number is [redacted]. We sincerely apologize for any inconvenience this has caused Ms.
[redacted].
 
We
appreciate Ms. [redacted]’s feedback. These types of issues go directly against
our mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
 
 
Regards,
 
[redacted]
 
Customer
Service Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Lies! I sent a clear copy of my divorce decree that was sealed by the State of [redacted] that plainly stated my name was to be reinstated from [redacted] back to [redacted], my maiden name!! Any it with half a brain could figure that out!! Surely you deal with married and divorced females on a daily basis. Besides that was my [redacted] money you should be sending me your ID while holding on to what is mine!! There was a whole chain reaction that happened from you fools blocking my card!! Yes, $186 was my balance but I had to put an emergency stop on my DDs over $600 which resulted in me being stuck out of town hungry and broke on my vacation!!This company is incompetent in every way and karma is catching up I am loving watching the downfall of this pathetic excuse of a bank!! As soon as my husband gets his DD and I get my last little bit of cashof off my second card we are done after 9 years!! But they have not heard the last of me this last little fiasco with "technical updates" but the nail in the coffin!!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  My funds are not available. I try to call at least 6-10 times a day, and get hung up on after 40 minutes of holding. My funds were released on the 10th of this month and 12 days later I still do not have my funds. I was not informed of any delay in receiving my funds. Nor was I informed of any holiday of fees. My account is still on hold and I can not get a hold of anyone.  I even sent then an email, with no response still. This is the most information that I have received since this issue began. Being a card holder since 2007 this is more than unsatisfactory. I am truly suffering.
Regards,
[redacted]

Revdex.com:
No they have not. They have not tried to contact me or anything.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]

RevDex.com
** [redacted]
[redacted]
 
RE:  Case # [redacted]
March 31, 2015
 
We
received Ms. [redacted]’s complaint regarding access to her funds and the level of
customer service received.  RushCard logs
all customer contact and activity associated with financial cards.
 
We completely
understand Ms. [redacted]’s concern with the outcome of her disputes for the
transactions of $[redacted] from [redacted] and $[redacted] from [redacted]. The dispute
team received the rebuttal letter on 3/24/2015 and per additional investigation
there were no pin failed attempts recorded on the account. This has been concluded
that there is no error that happened in the dispute. No credit will be issued
and the claim has been closed. As for the other dispute, Ms. [redacted]’s account
was credited for a provisional credit of $[redacted] from the claim that was filed
on 1/3/2015. Claim is still in progress and will take 90 days for a resolution.
We apologize for any inconvenience this has caused Ms. [redacted].
 
We
appreciate Ms. [redacted]’s feedback. These types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
 
 
Regards,
 
[redacted]
Customer
Service Specialist